Our dental practice has established itself amongst the local community and now provides dental services to thousands of people every year.
We know as well as anyone that your smile is one of the most noticeable and memorable features of your face. That is why the whole dental team at the practice work hard to provide you and other patients with the very best dental healthcare.
So, if you are seeking treatment or advice, or looking to register with our dental practice, do please contact us.
Patient Safety Charter
Our practice has a safety culture which means that patient safety is at the forefront of everyones’s minds not only when delivering healthcare but also when setting objectives, developing procedures, purchasing new products and equipment. It is also a culture that is open and fair, where staff can discuss the challenges that face them at work for the best interests of our patients.
- The practice uses BDA approved Infection Prevention kit for the control and prevention of cross infection. To achieve this we follow the latest infection prevention guidelines form the Dept. of Health
- All dental instruments are either single use or sterilized after use
- Work areas, the dental chair and handles are decontaminated in between patients.
- All staff maintain a high standard of personal hygiene including clinical clothing and the restricted wearing of jewellery
- Practice water is monitored for quality and dental unit waterlines are maintained
- Waste is handled according to current regulations and disposed of with appropriate carriers
We run a clinical governance system which uses integrated risk management to identify, assess, analyse and manage of all risks and incidents. The goal is continuous improvement in our care and service to you.
Our CQC Manager is Amy Buck who has overall responsibility for all CQC aspects at the practice. The team is supported through regular meetings, staff training, personal development and regular appraisals. Our practice always welcomes questions, comments and suggestions from patients.
Please contact the practice if you have any questions or comments.
In this practice we take complaints seriously and we aim to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This policy is based on these objectives.
In responding to a complaint we aim to treat you the way we would like to be treated if we were in your position.
We aim to respond to a complaint effectively and ensure that we take the opportunity to learn and improve our service.
The person responsible for dealing with any complaint about the service which we provide is Amy Buck.
If a patient makes a verbal complaint, we will listen to and offer to refer him or her to Amy Buck without delay. If Amy is not available at the time, then the patient will be advised when they will be able to talk to her and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on.
If the patient complains in writing the letter or email will be passed to Amy Buck without delay.
We will acknowledge the patient’s complaint in writing and enclose a copy of this complaints policy as soon as possible, normally within 10 working days.
We will seek to investigate the complaint and respond within 30 working days of receipt.
If we are unable to investigate the complaint within this time we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
We will confirm the decision about the complaint in writing as soon as possible after completing our investigation.
Proper and comprehensive records are kept of any complaint received.
If patients are not satisfied with the result of our procedure then a complaint may be made to:
For complaints about NHS treatment:
The care Quality Commission or the Parliamentary and Health Service Ombudsman,MillbankTower,
0345 015 4033
The Dentists Registration Body:
The general Dental Council
37 Wimpole Street
Privacy Notice for Patients
Code of Practice
We will ensure your records are kept securely
Paddox Dental Practice complies with the Data Protection Act (1998) and General Data Protection Regulation (GDPR) 2018. We will ensure that your information is processed fairly and lawfully. We are a Data Controller under the terms of the Data Protection Act 2017 and the requirements of the EU General Data Protection Regulation.
This Privacy Notice explains what personal data the practice holds, why we hold and process it, who we might share it with, and your rights and freedoms under the law.
Types of Personal Data
The practice holds personal data in the following categories:
- 1. Patient clinical and health data and correspondence.
- 2. Staff employment data.
- 3. Contractors’ data.
What personal information do we need to hold?
- We need to hold your past and present medical & dental condition. Details such as your age, address, telephone number and your general medical practitioner.
- We may need to request details of your NHS number and entitlement to healthcare treatment and exemption status if applicable.
- We will need to take and store Radiographs, clinical photographs and study models.
- We will need to keep information about the treatment we have proposed and provided along with its price.
- Notes of conversations or incidents that might occur for which a record needs to be kept.
- Records of permission or consent for treatment.
- Any correspondence relating to you with other health care professionals, for example in the hospital or community services.
Why we process Personal Data (what is the “purpose”)
“Process” means we obtain, store, update and archive data.
- Patient data is held for the purpose of providing patients with appropriate, high quality, safe and effective dental care and treatment.
- Staff employment data is held in accordance with Employment, Taxation and Pensions law.
- Contractors’ data is held for the purpose of managing their contracts.
Why do we hold this information?
We keep accurate personal data about patients in order to provide you with appropriate and safe dental care. We also need to process personal data about you if we are providing care under NHS arrangements and to ensure the proper management and administration of the NHS.
What is the Lawful Basis for processing Personal Data?
The Law says we must tell you this:
- We hold patients’ data because it is in our Legitimate Interest to do so. Without holding the data we cannot work effectively.
- We hold staff employment data because it is a Legal Obligation for us to do so.
- We hold contractors’ data because it is needed to fulfil contract with us.
You have the right to:
- Be informed about the personal data we hold and why we hold it.
- Access a copy of your data that we hold by contacting us directly: we acknowledge your request and supply a response within one month or sooner.
- Check the information we hold about you is correct and to make corrections if not.
- Have your data erased in certain circumstances.
- Transfer your data to someone else if you tell us to do so and it is safe and legal to do so.
- Tell us not to actively process or update your data in certain circumstances.
- We are required to retain your dental records, X-rays and study models while you are a patient of this practice and after you cease to be a patient for a minimum of 11 years or until the age of 25 (whichever is longer).
- We must store employment data for six years after an employee has left.
- We must store contractors’ data for seven years after the contract has ended.
Information about you is stored in [practice’s computer system and/or in a secure manual filing system]. The information is only accessible to authorised personnel. Personal information will not be removed from this practice without the patients authorised consent.
Your personal information is protected by the staff at Paddox Dental Practice. All access to information is held securely and can only be accessed by password which are routinely changed. Data is encrypted and computer terminals are locked if unattended.
Who might we share your data with?
We can only share data if it is done securely and it is necessary to do so.
- Patient data may be shared with other healthcare professionals who need to be involved in your care (for example if we refer you to a specialist or need laboratory work undertaken). Other health professionals caring for you including but not limited to your general medical practitioner and the hospital or community dental services. Patient data may also be stored for back-up purposes with our computer software suppliers who may also store it securely, NHS payment authorities, The Inland Revenue, The Benefit Agency, where you are claiming exemption or remission from NHS charges and Private dental schemes of which you are a member.
- Employment data will be shared with government agencies such as HMRC.
- If patients have opted for the text message reminder/recall service, their phone number and name will be stored by our text message service provider.
Disclosure will take place when relevant, at a need to know basis. This means only those individuals or organisations that need to know in order to provide care to you and for the proper administration of Government will be given this information. Only information that the recipient needs to know will be disclosed.
In very limited circumstances or when required by law of a court order, personal data may have to be disclosed to a third party not connected with your health care. In all other situations, disclosure that is not covered by this Code of Practice will only occur when we have your specific consent. Where possible you will be informed of this request for disclosure.
What if you are not happy or wish to raise a concern about our data processing?
You can complain in the first instance to the Paddox Dental Practice and we will do our best to resolve the matter. If this fails, you can complain to the Information Commissioner at www.ico.org.uk/concerns or by calling 0303 123 1113.
Our Treatment Policy
Our practice treats NHS and private patients.
Our practice adheres to the standards for patient confidentiality as set out by the governing body for Dentistry the General Dental Council. You can see details of this by downloading their guide "Principles of Patient Confidentiality".
Our practice fully complies with the Data Protection Act 1998. It is registered with the Information Commissioner's Office. Our registration number is Z3228773. Our practice data controller is Pratyush Mahapatra. To download the ICO guide to data protection please click here.
Care Quality Commission
Our practice is registered with the Care Quality Commission (CQC). Our registration number is CRT1-430844331.